Optimizing interaction results using ai-guided manipulated video

Abstract

Real-time modification of audio of humans allows for the audio to be modified so that an expression of a subject human may be changed. Customer service agents may have more successful interactions with customers if they provide vocalization attribute in their speech that are appropriate, such as to provide a particular emotional state. By determining an appropriate vocalization attribute, and any deviation from a customer service agent's current vocalization attribute, a modification to the audio of the customer service agent's speech may be determined and applied. As a result, agents may not have a vocalization attribute that is best suited to successfully resolve a purpose of the interaction, altered to have the customer be presented with the customer service agent's speech having the best-suited vocalization attribute.

Description

PRIORITY CLAIM[0001]The present application is a continuation-in-part of, and claims the benefit of, U.S. patent application Ser. No. 16 / 535,169, entitled, “Optimizing Interaction Results Using AI-Guided Manipulated Video,” filed on Aug. 8, 2019, and is incorporated herein by reference.COPYRIGHT NOTICE[0002]A portion of the disclosure of this patent document contains material that is subject to copyright protection. The copyright owner has not objected to the facsimile reproduction by anyone of the patent document or the patent disclosure as it appears in the Patent and Trademark Office patent files or records, but otherwise reserves all copyright rights whatsoever.FIELD OF THE DISCLOSURE[0003]The invention relates generally to systems and methods for video image processing and particularly to altering an expression of a human in a video image.BACKGROUND[0004]Video images of customer service agents provide the ability for the customer to see the agent and may facilitate better inter...

AI Technical Summary

Benefits of technology

[0021]In one embodiment, facial transformation technology (FTT) is provided to manipulate a video image of an agent's face presented to a customer or other party viewing the video to improve customer perception and improve the results of the interaction.

Problems solved by technology

While it may be possible to utilize an avatar, which may be programmed to provide the exact facial expression desired, avatars do not convey the personal aspects of a real person.

When a customer interacts with an avatar of an agent, the interaction may fail to provide the desired benefits of a customer seeing the agent.

When a participant in a communication has visual and auditory content with attributes that do not have the same emotional content, such a communication may be perceived negatively, such as being contrived or insincere.

Inter-human communications are complex and often nuanced, especially when the communication is performed via speech.

This is further complicated when the parties are not able to see each other, such as during an audio-only call over a network.

If there is a mismatch between what a person says and their expressions, that person may be perceived as untrustworthy or insincere.

However, conflicting spoken content and expressions, if appropriate, may not always result in a negative perception.

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